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Customer Detail Page

Menu Location: Customers > Last Cust Viewed > Current Customer

Last Updated: 2026-07-24

Overview

The Customer Detail page (kiv/customer_info.php) is the central hub for managing an individual customer account. It provides access to customer contact information, order history, payments, notes, tags, and recurring items.

Primary Functions:

  • View and edit customer account information
  • Create orders for the customer
  • Track customer notes, interactions, and reminders
  • Manage payments and account balance
  • View order history
  • Manage recurring items
  • Tag customers for segmentation
  • Track cancellation records

Page Layout

Header Section

  • Customer Name - Display name, with business name shown above it if one is on file
  • Customer ID - Account number, with a clipboard icon to copy the ID and name as text
  • Avatar - A Gravatar-based image (or a generated pattern if no Gravatar is found for the customer's email); this is not an uploaded profile photo
  • Quick Action Buttons:
  • Log in as - Opens a new tab logged in as the customer (hidden for Gift Recipient accounts)
  • Sched - View schedule activity (adds/skips/etc.) on customer-schedule.php
  • Log - View the account's activity log on customer-log.php
  • Emails - View emails sent to the customer in the past 90 days on customer-email-log.php
  • SMS - View SMS conversation history (only shown if SMS/Twilio is enabled for the store)
  • Chat (sparkles icon) - AI chat about this customer, if the AI chat feature is enabled
  • Push (phone icon) - Send a mobile app push notification (only shown if push notifications are configured and the customer has the app)

Main Content Area (Left Column)

  • Notes & Interactions
  • Name & Account Information
  • Orders List
  • Stats (pending payments, balance, lifetime value, order count, payment method)
  • Customer Tags
  • Recurring Items
  • Gifts Sent (only shown if gift boxes are enabled for the store)
  • Birthdays (only shown if the birthday feature is enabled for the store)
  • Cancellation records
  • Possible Other Accounts (only shown if a name/address match is found)

Notes & Interactions

View and manage customer notes, plus emails and contact-form submissions the system pulls into the same timeline.

Viewing Notes

The timeline combines three sources: notes you add, emails sent to the customer (past 90 days), and contact form submissions. Each entry shows the note text, the date/time, and an icon:

  • Envelope icon - Email sent or received
  • Phone icon - Phone call made or received
  • Bicycle icon - Activity performed
  • Calendar icon - Reminder
  • Sticky note icon (green) - A general note
  • Outlined envelope icon - Contact form submission (added automatically, not selectable when creating a note)

Adding a Note

Steps:

  1. Click "Add Note"
  2. Click one of the type icons (Email, Phone, Activity, Reminder, or Note)
  3. Enter note text
  4. If you picked the Reminder icon, a date field and a "Recurs every week" checkbox appear
  5. Click "Create"

Managing Reminders

  • Add a note using the calendar/Reminder icon and set a reminder date
  • Check "Recurs every week" if the reminder should repeat weekly
  • Completed reminders are checked off in the notes list; they remain visible but marked done

Deleting a Note

  • Click the trash icon on a note
  • The note is immediately marked deleted in place and an inline "undo?" link appears next to it so you can restore it right away

Name & Account Information

Edit core customer account details.

Customer Information Fields

  • First Name / Last Name - required, autosaves on blur
  • Business Name (labeled "Contact Name" for one tenant) - autosaves on blur
  • Account Type - only shown if wholesale-buyer accounts are enabled for the store; options: Customer, Vendor, Wholesale Buyer, Gift Recipient, Gift Purchaser, Imported One-Time (a couple of tenant-specific options also exist)
  • Wholesale Price Multiplier - shown for Wholesale Buyer accounts; multiplies the wholesale price to calculate what the customer pays
  • Sales Rep - assign a sales representative

Account Settings (Checkboxes)

These live on the subscription record, so they apply per subscription:

  • Show Cardboard only icon on label - prints a cardboard-box icon on the order label
  • No plastic packing icon - prints a no-plastic icon on the label (on some tenants this same checkbox is relabeled to force Ground shipping or force 2-day Air instead - it is one field whose label changes by store)
  • Generate Alert on Next Order - flags the customer's next order for attention when you click DONE on the weekly routine (does not fire if the customer creates their own order)
  • Print a VIP icon on label - prints a VIP icon on the label

A couple of checkboxes (Force 3rd Party Shipping, Extra Dry Ice) exist only for specific tenants.

Delivery Instructions

Private Delivery Instructions:

  • Appear only on the driver sheet
  • Not shown on labels or anywhere on the customer's account
  • Autosaves when you click away from the field

Special Instructions:

  • Visible to and editable by the customer on their own account
  • Printed on box labels and on driver sheets
  • Autosaves when you click away from the field

Saving Changes

  • Most fields (name, business name, sales rep, account type, tags) autosave via AJAX as soon as you click away from the field
  • The shipping address, delivery-preference checkboxes, and delivery instructions are saved together with the "Save Subscription Info" button at the bottom of that panel

Orders Section

Create, view, and manage customer orders.

Creating Orders

Create Regular Order:

  1. Click "Create an order"
  2. If an open order already exists for the current week, a warning confirms before replacing it
  3. Order is created and you're taken to the order for editing

Create Pickup Order:

  • Click "Create pickup order" (hidden if the store has disabled pickup orders)
  • Creates a blank "Pick Up Order" that exports for routing but is excluded from printed labels; on the driver sheet it shows as a sub-stop (e.g. stop 3.1)

Future Cart / Add to Next Order

View items the customer has added to their shopping list but not yet ordered, and add items yourself that will apply automatically when the customer's next order is built.

Access Future Cart:

  • Click the Future Cart button (cart icon); a badge shows the count of pending items
  • The button and modal are available for every customer, even on stores that don't have the customer-facing Shop Anytime / Future Cart feature turned on

Add to Next Order (admin):

  • In the modal, select a product and quantity
  • Choose a type: Purchase (charges the customer, optionally at a custom per-unit price you type in), Added by admin, Normal Menu Item, or Bonus Item (the last three are free)
  • Check Recurring to add the item to every future delivery instead of just the next one
  • Click Add - the item is queued and is picked up the next time an order is built for this customer, whether or not Shop Anytime is enabled for the store

Future Cart Modal Shows:

  • Product name (links to the product's edit page)
  • Quantity
  • Type / Source - Customer for items the customer added themselves, or the chosen type (Purchase, Added by admin, Normal item, Bonus) for admin-added items
  • Price (each) - "Free" for non-charge types, the custom per-unit price for a Purchase with an override (with the retail price shown alongside if different), or the current retail price otherwise
  • Status (Pending, or Added to Order with a link to the fulfilling order)
  • Whether it's set to recur, and how often
  • Date added

Bulk Actions:

  • Delete Selected - remove checked items from the cart
  • Set to Pending - reset checked "Added" items back to Pending

Order History List

Displayed Columns:

  • id - order number
  • Status - Open, Closed, Being Delivered Today, Waiting for Payment, Completed, or Cancelled (wording varies slightly by store), plus the order type
  • Delivery Date (labeled "Shipping Date" for one tenant) - with box size, week ID, and delivery confirmation details
  • Route - route name, delivery day, and stop number
  • Total - order payment total
  • Payment Date - when paid, or "not paid"
  • Additional columns (Tracking ID, bin counts) appear only for stores using those features

Show Cancelled Orders Toggle:

  • Appears above the order list only if the customer has at least one cancelled order
  • Shows the total cancelled count, e.g. "Show cancelled orders (3)"
  • Checked by default, unless your store has cancelled orders hidden by default (a setting Kiva Logic can turn on per store on request); uncheck/check it to toggle cancelled orders in the list
  • Toggling reloads the list and jumps back to page 1

Pagination:

  • Orders are shown 6 per page, newest first
  • A numbered page bar appears below the list when there is more than one page
  • Click a page number (or the previous/next arrows) to jump to that page; the list fades out and back in as the new page loads

Stats

Key customer metrics shown at a glance (hidden for Gift Recipient accounts).

Pending

  • Amount currently owed by the customer
  • Shown in red if greater than zero, otherwise shown in black

Balance

  • Current account credit/debt
  • Positive = customer has credit; negative (shown in red) = customer owes money
  • Add Credit opens the "Adjust Account Balance" modal, which adds or subtracts an amount and requires a note (the note is visible to the customer)
  • Change Balance opens the "CHANGE Account Balance" modal, which sets the balance to a specific amount with no transaction record generated

Lifetime

  • Running revenue total for the customer

Orders

  • Order/box count for the subscription

Score (if enabled)

  • A letter grade (A through F) indicating payment reliability, color-graded green (A) through red (F)

Pay Method

  • Current payment type on file (e.g. Credit Card, Debit, Cash, Check, Check by Mail, Invoice, EBT, PayPal, COD, Bank Account, Prepaid - exact options vary by store)
  • Click it to open the Payment Info modal

Payment Info Modal

Manage the customer's payment profile.

Access

Click the payment method link in the Stats section.

Display Styles

The modal has two display styles, chosen per store (the choice applies to every customer in the store, not just the customer you're viewing):

  • Multi-method manager (default) - the stored-methods list described below
  • Classic single-method view - the pre-2026 display: Profile ID and Payment Profile ID text fields, the View-on-gateway link, the Stored Payment Information panel, and the Fetch button, saved with Save Payment Info

A Switch to classic view link sits in the manager's footer and a Switch to new manager link in the classic view's footer; either switches the display for the whole store after a confirmation prompt.

Payment Information

Stored Payment Methods:

  • Lists every stored payment method on the account (cards, ACH bank accounts, and manual types such as Check, Invoice, COD, Cash, EBT, or Mail Check), each showing the card/bank details and expiry date
  • The method currently used for billing is marked with a green Default badge and is always listed first
  • When the active billing arrangement doesn't match any saved method, a read-only current row shows it so the account is never blank; use Fetch from gateway or Add Payment Method to manage it as a saved method
  • Gateway methods show a link to view the account on Stripe.com or Authorize.net (with a CIM Lookup link for Authorize.net)
  • Expired cards show an EXPIRED warning
  • Edit - opens a panel to override every stored field on that method directly: payment type, Profile ID, Payment Profile ID, card type, last 4, expiration month and year, and bank (ACH) details (account type, routing last 4, account last 4, name on account). No gateway call is made - this is a raw correction of what's on file. If the method is the billing default, the subscription's active payment pointers update to match on save
  • Set Default - shown on each non-default method; makes it the billing default and updates the payment gateway so future charges go to it
  • Delete - removes that method from the payment gateway and from the customer's account. If it was the default and other methods remain, the newest remaining method becomes the default; if none remain, the stored card is cleared
  • Delete All Payment Info (modal footer) - removes every card from the payment gateway and clears them from the billing page; the customer will need to re-enter a card to pay by card again

Add Payment Method:

  • Opens a panel in the modal to add a stored method; the rest of the payment-method list is hidden while the panel is open, with a Cancel button to go back
  • Pick a type: Credit Card (labeled PayPal for stores that use it), Bank Account (ACH), or a manual type such as Check, Invoice, COD, Cash, EBT, or Mail Check (available options vary by store)
  • For Credit Card / Bank Account, paste the gateway profile IDs: Profile ID (Authorize.net numeric, or Stripe cus_...) and Payment Profile ID (Authorize.net, or Stripe pm_... / card_...); no card numbers are entered here
  • For a real card, use Log in as and add it on the customer's billing page instead
  • Manual types need no gateway IDs and reuse an existing row of the same type
  • Check Set as default (bills this method) to make the new method the billing default

Fetch from gateway:

  • Shown when the active billing account is a gateway profile (Authorize.net or Stripe) but the card details aren't stored locally yet
  • Clicking Fetch from Authorize.net / Stripe.com retrieves the last 4 and expiration from the gateway and saves it as a managed method
  • Only shown for a real gateway profile (Stripe IDs beginning with cus_, us_, or fca_, or an Authorize.net profile number); placeholder IDs like 9999 do not show it

Update Account Balance

Both balance actions are also reachable from this area (see Stats above):

  • Add Credit ("Adjust Account Balance") - adds or subtracts an amount, requires a note, and the note is visible to the customer
  • Change Balance ("CHANGE Account Balance") - sets the balance to an exact amount, no transaction record

Customer Tags

Organize and segment customers using tags.

Viewing Tags

  • All tags assigned to the customer are shown as labels
  • Hover a tag to see when it was added
  • Click a tag to open a list of other customers with that tag

Adding Tags

  1. Type a tag name (or several, separated by commas) into the tag field
  2. Click "Add"

There is no separate autocomplete/create-new-tag flow; typing an existing tag name adds that tag, and typing a new name creates it. Use the "Edit all tags" link to manage the full tag list (admin-edit.php?table=promotions_tags).

Removing Tags

  • Click the X icon next to a tag to remove it from the customer; the tag itself is not deleted and remains available for other customers

Recurring Items

Manage products that repeat automatically for this subscription.

Viewing Recurring Items

  • Product image and name
  • Price x quantity = line total
  • Frequency, shown as "Every N orders" (or "Every N weeks", depending on store setup)
  • Edit and Delete buttons per item

Editing Recurring Items

  1. Click Edit on a recurring item
  2. Adjust quantity or frequency in the modal
  3. Save

Adding Recurring Items

  • Click "Add" at the top of the Recurring Items panel to open the add modal

Removing Recurring Items

  • Click Delete on the item and confirm

Gifts Sent

Shown only if gift boxes are enabled for the store. Tracks gifts purchased by this customer for others.

Gift Information Displayed

  • Box/product name (links to the gift record)
  • Shipping date
  • Recipient name, and whether it has been redeemed (with a link to the recipient's account if so)
  • Purchase date
  • Status: deleted, ready for checkout, pending delivery, or complete

Use Cases

  • Customer asks about a gift they sent
  • Check whether a gift has been redeemed
  • Link to the recipient account to help with a gift issue

Birthdays

Shown only if the birthday feature is enabled for the store. This panel is a read-only summary; birthdays are added and edited by the customer on their own account (home/birthdays), reached via the "edit birthdays" link on this panel.

What's Shown

  • Name
  • Month and day
  • Days until the next occurrence

Cancellation Records

Track cancellation records for this account.

Viewing Cancellation Records

  • Cancellation date
  • Reason (free text)
  • Edit (wrench icon) and Delete (trash icon) actions per record

Creating a Cancellation Record

Steps:

  1. Click "Create New"
  2. Set the cancellation date (defaults to today)
  3. Enter a reason in the text field (defaults to "Cancelled by [your admin username]" if left as-is, but can be edited freely - there is no fixed list of reasons)
  4. Click "Create Cancellation Reason"

Editing a Cancellation Record

  1. Click the wrench icon on a record
  2. Update the date or reason text
  3. Click "Save Cancellation"

Deleting a Cancellation Record

  • Click the trash icon and confirm; there is no undo

Possible Other Accounts

Shown only when a match is found. Looks for other customer accounts with the exact same first name, last name, and shipping street address as this one (limited to 4 matches).

What This Shows

  • Matching customer's ID and name, with a colored dot for that subscription's status
  • Shipping street
  • Account created date

Use Cases

  • Duplicate Prevention - find duplicate signups
  • Family Accounts - find related household members at the same address

How to Use

  1. Review the list of possible matches
  2. Click the name to open that account
  3. Decide whether the accounts should be merged (contact an administrator for merges)

Common Use Cases

Use Case 1: Customer Calls About Order

Goal: Help customer with order question

Steps:

  1. Search for customer on Customers page
  2. Open Customer Detail page
  3. Review recent orders in the Orders section
  4. Click the order ID to view details
  5. Add a note documenting the phone conversation
  6. Make any needed changes to the order

Use Case 2: Issue Refund/Credit

Goal: Give customer account credit

Steps:

  1. Open Customer Detail page
  2. Click the payment method link in Stats to open the Payment Info modal (or use the Add Credit button directly in Stats)
  3. Enter the credit amount and a note (remember: the note is visible to the customer)
  4. Save
  5. Add a note documenting the credit

Use Case 3: Update Delivery Address

Goal: Change customer's shipping address

Steps:

  1. Open Customer Detail page
  2. Update the shipping street, city, state, and zip fields
  3. Click "Save Subscription Info"
  4. Consider clicking "Verify Address" to validate the new address
  5. Add a note: "Customer moved to new address"

Use Case 4: Create Custom Order

Goal: Build a special order for a customer

Steps:

  1. Open Customer Detail page
  2. Click "Create an order"
  3. Add/remove products as needed on the resulting order
  4. Adjust pricing if giving a discount
  5. Add a note explaining the custom order

Use Case 5: Tag for Follow-Up

Goal: Mark a customer for later follow-up

Steps:

  1. Open Customer Detail page
  2. In Customer Tags, type "Requires Follow-up" (or any tag name) and click Add
  3. Add a note with a reminder date if follow-up timing matters

Use Case 6: Manage Recurring Items

Goal: Customer wants to change recurring products

Steps:

  1. Open Customer Detail page
  2. Review current Recurring Items
  3. To remove: click Delete, confirm
  4. To add: click Add on the Recurring Items panel
  5. To edit: click Edit, adjust quantity/frequency
  6. Add a note documenting the changes

Use Case 7: Research Customer History

Goal: Understand a customer's account history before calling

Steps:

  1. Open Customer Detail page
  2. Review Stats (orders, lifetime value, balance)
  3. Check recent orders for patterns
  4. Review notes for past interactions
  5. Check cancellation records if applicable
  6. Review recurring items and tags

Use Case 8: Win-Back Cancelled Customer

Goal: Re-engage a cancelled customer

Steps:

  1. Open Customer Detail page for the cancelled customer
  2. Review the reason in Cancellation Records
  3. Check last order date and products
  4. Draft a personalized win-back offer and send it via your email system
  5. Add a note documenting the outreach

Troubleshooting

Cannot Create Order

Symptoms:

  • "Create an order" prompts a warning about an existing open order

Explanation:

  • The system checks for an open order for the current week before creating a new one; proceeding will replace that order and its subs/add-ons may not carry forward

Customer Information Won't Save

Check:

  1. Most fields autosave on blur - watch for the small confirmation icon next to the field
  2. Shipping address and delivery-preference checkboxes require clicking "Save Subscription Info" to persist
  3. Refresh the page and re-check the values

Future Cart Item Didn't Apply to the Order

Explanation:

  • Future Cart items are only picked up the next time an order is built for the customer (manually or by the regular order-build process) - adding an item does not modify an order that already exists
  • If the product became unavailable or its price couldn't be determined before the order was built, the item is marked Unavailable instead of being added

Tags Won't Add

Solutions:

  1. Make sure you clicked "Add" after typing the tag name
  2. Separate multiple tags with commas
  3. Refresh the page and try again
  • Customers - Main customer search page (kiv/customers.php)
  • Customer Email Log - Email communication history (kiv/customer-email-log.php)
  • Customer Activity Log - Audit trail (kiv/customer-log.php)
  • Customer Schedule - Delivery schedule adds/skips (kiv/customer-schedule.php)

Typical Workflow:

  1. Search for customer on the Customers page
  2. Open Customer Detail
  3. Perform needed actions (add note, create order, etc.)
  4. Click an order ID to view/edit that order
  5. Return to Customer Detail or search for the next customer

Best Practices

Daily Operations

  1. Add a note whenever you make changes or communicate with a customer
  2. Verify customer identity before making account changes
  3. Check existing orders before creating a new one
  4. Review payment status before processing credits/refunds
  5. Use tags to organize and track customer segments

Customer Communication

  1. Log phone calls with the Phone note type
  2. Document email conversations with the Email note type
  3. Set reminders (calendar note type) for promised follow-ups
  4. Be specific in notes - future you (or colleagues) will thank you
  5. Use Private Delivery Instructions for internal-only info; remember Special Instructions are visible to the customer

Data Management

  1. Keep the delivery address current; verify before creating orders
  2. Check for duplicate accounts using Possible Other Accounts
  3. Maintain accurate tags; remove outdated ones
  4. Document cancellations with a specific reason

Order Management

  1. Review existing orders before creating a new one
  2. Check the Future Cart before creating a manual order
  3. Verify recurring items match customer expectations
  4. Add order notes explaining custom changes

Recent Updates

August 20, 2026:

  • The Payment Info modal now has a store-wide display setting. By default it shows the multi-method manager; a store can switch to the classic single-method view (and back) with a link in the modal's footer, which changes the display for all customers in the store. Placeholder profile IDs (e.g. 9999) no longer show a card box, a gateway link, or a Fetch option

August 18, 2026:

  • Stored payment methods in the Payment Info modal can now be edited field-by-field via an Edit button on each method. You can correct the payment type, profile IDs, card or bank details on any saved method; editing the billing default keeps the subscription's active payment pointers in sync. No gateway call is made - it's a raw correction of what's on file
  • The Add/Edit payment panel now hides the rest of the payment-method list while it's open, with a Cancel button to go back

August 14, 2026:

  • The Payment Info modal is now a unified stored-methods manager. A new Add Payment Method panel lets you paste gateway profile IDs (Authorize.net / Stripe) or pick a manual type (Check, Invoice, COD, etc.), with an option to set it as the billing default. The old "Payment Type" dropdown was removed - the payment type is set by which stored method is the default. Manual payment types can now be saved as stored methods. A Fetch from gateway option retrieves card details when the account is a gateway profile with no local card saved

August 10, 2026:

  • The "Show cancelled orders" default is now configurable per store; a store can be set to hide cancelled orders by default instead of showing them

August 5, 2026:

  • Future Cart modal is now titled "Add to Next Order / Future Cart" and includes a form for admins to add a product to the customer's next order (charge, free, or bonus, with an optional custom per-unit price, and an optional recurring toggle) - available even on stores without the customer-facing Shop Anytime feature
  • Future Cart table's "Price (when added)" / "Current Price" columns replaced with "Type / Source" and "Price (each)"

July 22, 2026:

  • Orders section switched from "Load More Orders" to numbered pagination, 6 orders per page, with a page bar below the list
  • Cancelled orders are now shown by default (previously hidden by default); uncheck "Show cancelled orders" to hide them
  • Order status in the list now wraps one word per line, so multi-word statuses no longer widen the column

July 2026:

  • Added a "Show cancelled orders" toggle above the Orders list

Quick Reference Card

Task Action/Location
Add customer note Click "Add Note" in the Notes & Interactions panel
Create new order Click "Create an order" in the Orders section
View order history Scroll to Orders, click an order's id
Add or subtract account credit Stats > Add Credit (Adjust Account Balance modal)
Set balance to an exact amount Stats > Change Balance
Change delivery address Update shipping fields, click "Save Subscription Info"
Add a customer tag Customer Tags panel > type tag name > Add
View future cart / add to next order Orders section > Future Cart button
Set a reminder Add Note using the calendar/Reminder icon, set a date
Edit a recurring item Recurring Items panel > Edit icon
Log in as customer "Log in as" button in the header
Record a cancellation Cancellation Records panel > Create New
View/edit payment method Stats > payment method link

FAQs

Can I create multiple orders for one customer in the same week?

Yes, but the system will warn you if an order already exists for that week before it replaces it. Be careful not to accidentally overwrite an order you meant to keep.

What's the difference between "Add Credit" and "Change Balance"?

  • Add Credit (Adjust Account Balance) adds or subtracts an amount from the current balance, and the note you enter is visible to the customer
  • Change Balance sets the balance to a specific amount with no transaction record

How do I know if a customer has unpaid orders?

Check the Pending stat in the sidebar; it's shown in red if the customer owes money.

Can I undo a note deletion?

Yes. When you delete a note, it's marked deleted in place with an "undo?" link right there in the timeline.

What happens when I "Log in as"?

It opens a new tab where you're logged into the customer's account, so you can see the site as they see it. This button is hidden for Gift Recipient accounts.

Can customers see the notes I add?

No, notes in the Notes & Interactions timeline are admin-only. However, Special Instructions are visible to the customer, and the note you enter when adding balance credit is also visible to the customer.

What's the difference between Private Delivery Instructions and Special Instructions?

  • Private Delivery Instructions: driver-sheet only, never shown to the customer or on labels
  • Special Instructions: visible to and editable by the customer, printed on labels and driver sheets

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.